Customer Helpdesk

Job Description

Help Desk Coordinators would be a part of Customer Success team, and would be expected to take the initial customer phone calls and emails, escalations, understand the issues / queries in layman or non-technical terms from the customer, and communicate the same to technical team well within the time frame to ensure the resolution of the issues / escalation with in TAT as per the Client SLA.

Salary should not be a constrain for a good resource

Industry - Office Equipment / Automation / IT Software & Software Services / Electronic / Security and Surveillance

Functional Area Customer support Helpdesk

Role Customer Support

Employment Type - Permanent Job, Full Time

Work location - Ahmedabad [Prahlad-Nagar]

Working Days & Shifts 5 days working; Regular day shift

Job Role

• Be the voice of IT Helpdesk, serving as the primary point of contact for client escalations and issues.
• Take initial issues / escalation information, understand client issue, ensure timely and calm, patient response to the client.
• Ensure timely recording the issue in the system, raise helpdesk tickets.

Required Skills

• Any bachelors degree
• Relevant helpdesk / customer service previous experience of 1+ years [IT industry experience would be preferred]
• Empathy and patience when dealing with challenging customer situations
• Excellent communication skills, both verbal and written.
• Ability to work independently and collaboratively in a fast-paced environment.
• Proficiency in using ticketing software, telephony system & other customer support tools will be good to have.

Desired Personality traits

• Proactive, Self-Drive & Result orientation
• Strong work ethics and sense of commitment
• Strong Interpersonal Skills to ensure smooth co-ordination with various teams and customer
• Ability to work in a faced paced environment